Malaysia Airlines Research Articles

The Factors That Influence Customer Satisfaction to Use an Airline in Malaysia

Improving customer satisfaction is key to being competitive in the Airline industry. This research aimed to study the factors that influence customer satisfaction to use Malaysia Airlines in Malaysia. Malaysia Airways Limited began its first commercial flight in year 1947 and was renamed become Malaysian Airline System in year 1972. Malaysia Airlines operates scheduled domestic and international flights to more than 1000 destinations across 150 plus countries. A quantitative approach with a survey questionnaire was used for data collection. A total of 100 Malaysia Airlines customers participated in this survey. In this survey, four influencing factors were assessed: airline tangibles, personnel quality, empathy, and airline image. Through a comprehensive analysis of customer feedback, personnel quality is the most important factor in improving customer satisfaction to use Malaysia Airlines in Malaysia, followed by empathy and airline image. This survey provides Malaysia Airlines with useful insights into customer perception and guides Malaysia Airlines in improving customer satisfaction

Final two MH370 communications suggest controlled eastward descent

Abstract Official interpretations of Doppler shifts from the final satellite communications of missing Malaysian Airlines MH370 were based on a motion-decoupled ‘Up-Down model’. That model predicted an uncontrolled high-speed gravitationally accelerated dive following fuel starvation. Here, I challenge that model using a more-realistic motion-coupled ‘Declination model’. Aerial, satellite and underwater searches failed to find the predicted official violent crash-site near the 7th arc. Meticulous re-examination of debris damage by air-crash investigator Larry Vance concluded that the aircraft glide-landed under power with extended wing-flaps. The trailing-edges were then damaged, broke off their mountings, flailing about and retracted along the guides to cause the observed wing-flap damage. Larry's conclusions complement interpretations from the ‘Declination model’ which we demonstrate here with three example flight tracks. Our revised Doppler-shift analyses support the hypothesis of a controlled eastward descent. We conclude that the official theory of fuel starvation and a high-speed dive are fundamentally flawed.

Putin’s Russia Before the International Court of Justice

In the past 15 years, Georgia and Ukraine have both brought cases against Russia before the International Court of Justice (ICJ). Georgia’s 2008 application ad¬dressed the separatist movements in South Ossetia and Abkhazia. Ukraine’s 2017 case (Ukraine v. Russian Federation I) accuses Russia of discriminating against Crimean Tatars, supporting terrorism in Eastern Ukraine and downing Malaysia Airlines flight MH-17. The 2022 case (Allegations of Genocide) claims that Russia’s war against Ukraine violates the Genocide Convention. This article examines Russia’s role in these disputes, comparing outcomes in Georgia v. Russian Federation and Ukraine v. Russian Federation I, both alleging breaches of the Convention on the Elimination of All Forms of Racial Discrimination. Only the latter reached the merits phase. The article also analyses the controversial judgment on preliminary objections in Allegations of Genocide. It argues that the ICJ’s consensual jurisdiction limits its effectiveness, restricting its ability to rule on Russia’s actions against Ukraine. Additionally, it assesses Russia’s strategies in these proceedings, focussing on the “rhetorical adaptation” of international norms.

A Comparative Analysis of Leadership Styles on Organizational Performance in the Airline Industry

Background The 21st century has witnessed several changes in the airline industry, owing to many factors, including the leadership styles adopted. Recently, there have been many successful and unsuccessful airlines (Zhang, 2017) attributed to different leadership styles that have significantly impacted organizational performance in the airline industry (Kamisan and King, 2013). This is because of its impact on employees' satisfaction (Asrar-ul-Haqa and Kuchinkeb, 2016) and the organization's ability to outperform others within the industry (Anderson and Birrer, 2011). However, Madanchain et al. (2016) argued that for organizations to remain viable through compelling performances, employee satisfaction, competitive advantage, and the role of leadership remains critical. As a result, Nanjundeswaraswamy and Swamy (2014) lamented the need for further studies to understand how leadership influenced organizational performance in the airline industry. As such, this study embarked on a study to underpin leadership's impact on organizational performance using Southwest and Malaysia Airlines and to recommend the best leadership style for airlines. D. Rationale This research was undertaken with three rationales. Firstly, the literature on the importance of leadership on organizational performances in the airline industry should be enhanced, focusing on Southwest and Malaysia Airlines models. Secondly, the study will identify and link the effects of transactional and transformational leadership styles on organizational performance using the two airlines. Finally, it will recommend the best leadership style for airlines based on the research conducted on the two aforementioned internationally recognized airlines.

Beyond the flames: understanding the impact of loss without body recovery or identification in fire-related mass disaster contexts

Abstract The World Trade Center attack (2001), the Black Saturday (2009), the Malaysia Airlines Flight 17 (2014), the wildfires of June and October in Portugal (2017), the California wildfires (2018)—these are a few examples of mass disaster events, specifically related to fire and high temperatures, which resulted in multiple casualties and several people unidentified and/or missing. Besides the physical destruction, the lost lives are one of the main consequences of these contexts. Dealing with the loss of a family member may not be an easy process, however, it is easier to accept when there is a body to bury. Conversely, not knowing the whereabouts of a person who might have been involved in a disaster makes mourning and returning to daily life harder. The family of the missing/unidentified lives in doubt and in a state termed as ‘ambiguous loss’. Forensic anthropologists face several challenges and obstacles when detecting and analysing burnt skeletal remains, which are increased in mass disaster contexts. However, the suffering experienced by the families of the victims of these contexts is far superior. Therefore, it is of utmost importance to employ all efforts to achieve the identity of these victims to allow the families to mourn, as well as to reassure society that no death is insignificant. Thus, the importance of identifying the victims of scenarios involving fire/heat is addressed in this paper through a brief description of some mass disaster events, emphasizing the challenges faced in identifying burnt remains and the psychological consequences families endure resulting from it.

Analisis Penanganan dan Kendala Petugas Load Control dalam Membuat Weight And Balance pada Pesawat Malaysia Airlines Boeing 737-800 Di PT JAS Bandar Udara Internasional Soekarno Hatta Cengkareng

Load Control is a unit responsible for receiving and analyzing aircraft data and locals from various sources to ensure optimal aircraft balance with reference to safety and economical operation aspects. The purpose of this study is to understand the handling, challenges, and efforts of Load Control officers in creating the Weight and Balance for Malaysia Airlines Boeing 737-800 at PT JAS Soekarno Hatta Internasional Airport. The research method used in this study is descriptive qualitative, utilizing primary data (interviews and observations) and secondary data (documentation) in the from of Standard Operating Prosedures (SOP). Data analysis is conducted, data reduction, data presentation, and conclusions. The result of the study at Soekarno Hatta International Airport, Cengkareng, show that Load Control officers have carried out the Weight and Balance for Malaysia Airlines Boeing 737-800 in accordance with the specified Standard Operating Prosedures (SOP), especially in handling cargo that requires special attention. The challenges faced in creating Weight and Balance include ineffective communication between units, system disruptions or system down, and overload issues that can affect flight On The Performance. Efforts to address these challenges by Load Control officers include adhering to Standard Operating Prosedures (SOP), improving communication, and coordinating with various related parties to achieve On The Performance..

Comparison Study on Sentiment Analysis Using Lexicon for Airlines Using Supervised Methods

Nowadays, sentiment analysis usually uses social media websites such as Twitter to analyse the public's opinion on a particular topic. Users have unrestricted access to this website and can express their opinions freely without any restrictions, and it is well-known that opinions influence readers. Therefore, the main objective of this research is to identify the public's positive, negative, and neutral attitudes towards airlines such as Malaysian Airlines, Air Asia, and Malindo Air. Two approaches are adopted: the lexicon-based approach to label the tweets and the machine learning approach such as Naïve Bayes, SVM, and Deep Learning to predict and compare the performance. A total of 35,005 tweets from airlines with all three keywords were evaluated. Deep Learning achieved the highest accuracy and f1 score with 74.10% and 73.49%, respectively. The results show that Deep Learning outperforms the other classifiers by having the highest precision and f1 score. Finally, the sentiment analysis results are visualized in a dashboard to enable a more accurate research analysis. For future work, the dashboard could be integrated into a web-based dashboard to be published for the public and not only for airlines.

Research on deep-sea terrain refinement methods based on satellite remote sensing data

Bathymetric data is crucial for navigation safety and various applications. However, only a small portion of the seafloor has been systematically mapped through direct measurement. The remaining bathymetry is estimated from satellite altimeter data, providing only an approximate representation of the seafloor's shape. To address this issue, the convolutional neural network (CNN) is introduced for the analysis of seabed topography. To the best of our knowledge, this marks the first attempt to incorporate the CNN into the definitive map of the world ocean floor. By employing skip connections based on residual learning, we construct a deeper CNN layer that effectively reduces training complexity. The deeper convolutional neural network layer is used to create a more complex nonlinear mapping model, which is then employed to downscale low-resolution seabed topographic data in order to obtain high-precision seabed topographic information. This process enhances the representation of seabed topographic data to reflect the actual terrain more accurately. The results are compared with those obtained using the bicubic difference method. Conducting tests near the Gulf of Thailand, where Malaysia Airlines Flight MH370 was lost, the results demonstrate that the method proposed in this paper achieves higher accuracy in processing the downscaling of seabed topographic data.

A Comparative Study on Eid Advertisement Video through Corporate YouTube Channels and Audience Engagement in Malaysia

This study explores the trend of Eid-related video advertisements in Malaysia on online streaming platforms like YouTube, as focusing on major corporate channels such as Petronas, TNB, Malaysia Airlines, and Telekom Malaysia. Thus, the aim of the study is to explore the trend of Eid advertisements and Malaysian audience engagement through corporate video on YouTube Channel. Notable differences emerged in how each company portrayed these values, showcasing unique approaches to brand representation. Despite the commonality in values, the varied portrayal methods indicated distinct brand identities for each organisation. The analysis was conducted using content analysis through viewing the Eid advertising video which emphasised the importance of crafting a brand image within the Eid-themed video content to resonate and be memorable among viewers. Findings shows that while companies align on shared values for Eid advertisements, the way these values are communicated plays a crucial role in shaping the brand's image and audience engagement. Consistent and respectful representation of shared values building trust towards the audiences. Meanwhile, broadcasters must ensure that the advertisements they air are culturally sensitive and align with the values of the audience.

Stosunki niderlandzko-rosyjskie w kontekście inwazji na Ukrainę

The Kingdom of the Netherlands is the only Western state, a member of the European Union, which has tense relations with Russia comparable to Polish-Russian ones after 2010. They have collapsed because of air disasters on the Russian controlled territories. Although the way they were played by politicians of both countries in a different manner, the final results were similar – close to zero. In the years 2011–2014, bilateral relations were going well, and their climax was reached during the winter Olympics in Sochi. The annexation of Crimea in 2014 worsened them. The Netherlands joined the sanctions announced against Russia. The collapse of the relations of the Kingdom of the Netherlands with Russia took place at the end of May 2018. It was the result of the shooting down of the Malaysia Airlines passenger aircraft (code: MH-17) over the Donetsk region on its route from Amsterdam to Kuala Lumpur route. It caused the death of 298 people on the board. The international investigation team found Russia guilty of this barbarian act. As a result of the trial, the Dutch courts ruled the fault of three people and sentenced them to life imprisonment.Diplomatic relations of the Netherlands with Ukraine were established in 1992. Since the Russian invasion of the Kingdom of the Netherlands, the policy of supporting Ukrainians in the fight against the invader has been consistent. The Dutch government favors a hard approach to Russia. The Netherlands participates in the economic sanctions of the European Union towards this country. The Dutch government offers Ukraine significant humanitarian, military and financial assistance. In 2024 it will reach an amount of around 2 billion Euro. The resignation of the government of Prime Minister Mark Rutte in September 2023 will not change the principles of foreign policy of the state, regardless of the composition of a new cabinet, almost all parties still want to continue the support of Ukraine.

Underwater acoustic analysis reveals unique pressure signals associated with aircraft crashes in the sea: revisiting MH370

Data analysis from the hydroacoustic stations of the Comprehensive Nuclear-Test-Ban Treaty Organization has unveiled distinctive pressure signals linked to aircraft crashes of varying sizes in the ocean. Notably, these signals were detected at distances ranging from two to five thousand kilometres, highlighting the efficacy of underwater acoustic technology in event identification and classification in marine environments. In this study, we investigate the plausibility of an aircraft, such as Malaysian Airlines Flight 370 (MH370), crashing into the sea leaving a discernible pressure signal at distant hydrophones. Consequently, we focus on recordings obtained from the hydroacoustic monitoring stations located at Cape Leeuwin and Diego Garcia, within a few minutes of the last satellite ping on the 7th arc, associated with the assumed crash time and location. Among the available data, only one relevant signal has emerged as a potential candidate, albeit recorded at a single station out of the two stations available. To ensure a comprehensive analysis, we also examine the time frame and location of the airplane along its initial route. Though no corresponding signal was observed. Nevertheless, the findings in this study narrow down the range of possibilities and present a novel scientific approach to investigate such incidents. These findings contribute to our understanding of acoustic signals associated with aircraft crashes at sea. They emphasise the potential for hydrophones to detect events even when the signal travels long distances through land. Ultimately, this research offers recommendations for conducting on-site experiments involving controlled explosions with energy levels similar to the impact of MH370 along the 7th arc. The aim is to encourage pertinent authorities to implement actions that could reveal insights into the destiny of MH370 specifically. Additionally, this initiative seeks to establish a comprehensive framework for addressing comparable incidents in the broader ocean context.

THE HISTORY OF DEVELOPMENT OF UKRAINE’S RELATIONS WITH AUSTRALIA

The article discusses the main milestones in the development of Ukrainian-Australian relations since the early 1990s up to the present day. Australia recognized Ukraine as a sovereign and independent state on December 26, 1991, and on January 10, 1992, diplomatic relations were established between the two states. However, the Embassy of Ukraine in Australia was opened only on April 14, 2003. The official visit of the Australian parliamentary delegation to Ukraine in June-July 2004 became the important evidence of support for the statehood democratic course of Ukraine. The first visit of the President of Ukraine to Australia took place in December 2014. The investigation of the MH17 plane crash gave the impetus for the intensification of relations between Ukraine and Australia. During the terrorist attack, 38 Australian citizens were killed. This event strengthened Australia’s empathy for Ukraine, which is waging a fierce existential war against the aggressor country Russia. Ukraine and Australia signed the “Agreement between Ukraine and Australia on the Deployment of Australian Personnel to Ukraine in Connection with the Crash of Malaysia Airlines Flight MH17” (2014). Russia’s full-scale invasion of the territory of Ukraine on February 24, 2022, was another milestone in the history of relations between Ukraine and Australia. Ukraine was the first state visited by Australian Prime Minister Anthony Albanese (July 3, 2022). Australia supports Ukraine at the diplomatic and political level. Financial, material, military, and humanitarian assistance to our country from Australia, one of the G20 countries and Ukraine’s largest donor in Oceania, does not stop. In 2024, Australia provided the largest aid package in its history to Ukraine.

DETERMINING THE LOCATION OF MALAYSIA AIRLINES FLIGHT MH370

Malaysia Airlines Flight 370, which was flying from Kuala Lumpur, Malaysia, to Beijing, China, lost communication with air traffic control shortly after take-off on March 8, 2014, and vanished. While the rest of the world awaited news of the missing plane and the 239 people on board, officials and experts began to look into the limited information available concerning the airliner’s real activities. The disappearance of a Malaysia Airline flight, carrying 239 passengers and crew, is one of the world’s biggest aviation mysteries. Despite all the efforts and evidence obtained so far, the crash site of Malaysia Airlines Flight MH370 could not be determined exactly. In this study, which we have done, the crash zone of the aircraft has been determined approximately by using the data in the previously prepared reports. In addition, the average ocean current speeds, directions and the parts of the debris of the aircraft were investigated on the satellite images, and the estimation of the area where the plane crashed was tried to be strengthened.

Long-range underwater acoustic detection of aircraft surface impacts—The influence of acoustic propagation conditions and impact parameters

The 2019 crash of an F35 fighter aircraft off the east coast of Japan was detected at a range of approximately 3000 km by a hydroacoustic station of the Comprehensive Nuclear Test Ban Treaty Organisation’s International Monitoring System. In this paper we compare the acoustic propagation conditions relating to that detection to those relating to the crash of Malaysian Airlines flight MH370 in the Indian Ocean in 2014 with a view to reassessing the likelihood that acoustic signals detected on a similar hydroacoustic station could have been related to the loss of MH370. Possible differences in source levels due to different assumptions about impact parameters are also considered. Despite several extensive searches, the location of the wreckage of MH370 remains unknown.

Determination of customer brand loyalty on airlines in Malaysia

The pandemic and tragic accidents have generated more pressure for the growth of airlines in Malaysia against the backdrop of fierce competition in the global airline industry. The purpose of this study is to explore the determination of brand loyalty on airlines in Malaysia. Based on relationship marketing theory, the mechanism by which perceived value affects brand loyalty in the context of the Malaysian airline industry is investigated. The result is that there is a positive influence of perceived value on customer brand loyalty. Also, there is a significant positive impact of perceived value, notably cost value and safety value, on customer brand engagement and customer brand identification. In addition, the mediating role that customer brand engagement and customer brand identification serve between perceived value and brand loyalty facilitates a better understanding of the determinants that may drive customer loyalty to an airline brand. The study concludes with suggestions regarding future research.

A Stable Isotope Sclerochronology‐Based Forensic Method for Reconstructing Debris Drift Paths With Application to the MH370 Crash

AbstractA flaperon belonging to Malaysian Airlines flight MH370 washed ashore on Réunion Island covered with the barnacle Lepas anatifera in July 2015, more than a year after the plane's disappearance. Here, we report the first high‐precision δ18Ocalcite versus temperature relationship for L. anatifera reared under laboratory conditions to unlock clues to the flaperon's drift path and origin. Using this experimental relationship and known growth rates for L. anatifera, we also demonstrate a new method for (a) converting δ18O data for one of the MH370 barnacles into a dated time series of sea surface temperatures (SSTs) experienced during the last part of the flaperon's drift and (b) identifying best fits between the observed flaperon SST time series and 50,000 SST histories generated from a particle‐tracking simulation. Our new method identifies a flaperon drift path far south of a previous isotope‐based reconstruction. We conclude with specific recommendations for using our method to continue the search for MH370 and other applications.

GREEN SERVICE QUALITY AND CUSTOMER SATISFACTION FOR MALAYSIA AIRLINE COMPANIES

Purpose: The purpose of this paper is to propose a framework of airlines customer’s evaluation of green service quality toward customer’s satisfaction provided by Malaysia Airline Companies.
 
 Design/Methodology/Approach: This paper reviews the conceptual and empirical literature to develop a model of the various aspects of the service quality – customer satisfaction relationship encompassed by the concept of ‘airline customer satisfaction’ and to assess the advantages and disadvantages of alternative methods of measurement. Six conceptual dimensions are identified: (1) Airline tangibles (2) Terminal tangibles (3) Personnel (4) Empathy (5) Image (6) Green Airport (7) Customer Satisfaction
 Findings: Integration of these dimensions into a conceptual framework that describes the relationships among the components and how they collectively result in green service quality and customer satisfaction. We also elucidate future research directions for management scholars
 
 Research Limitation/Implication: The research examines the relationship between green service quality dimension and customer satisfaction in airline industry. This study focuses on the evaluation of all airline service user regarding airline service quality. The main limitation of this study is that it focusses to customer satisfaction on all Airlines Companies: thus, the result cannot be generalized.
 
 Practical Implications: The framework proposed can be applied to future research on green service quality and customer satisfaction. This study will lead to passenger’s satisfaction and encourage the development of long-term relationships with their customers.

Travel Behaviour and Perceptions of Malaysian Airline Passengers during Endemic COVID-19

The study examines Malaysian airline passengers' travel behaviour and perceptions during the endemic Covid-19 after Malaysia re-opened the border. People are free to do an activity, especially travelling by aeroplane. Data were collected through an online platform in 2023. 390 data were obtained and used for the analysis. Findings reveal that 86.15% of Malaysian have travelled by aeroplane since the endemic, and 14.10% have travelled more than five times. 54.44% strongly agree they will avoid travelling with aircraft because of a few personal issues. In addition, results revealed a significant change in passengers' behaviour and perception when travelling after the hit of Covid-19 worldwide.

The “MH17” judgment and its legal implications for the International Court of Justice's ruling in Ukraine v. Russia: a critical appraisal

AbstractOn November 17, 2022, the Dutch District Court of The Hague found three persons liable in connection with the downing of Malaysia Airlines Flight 17, which occurred in the breakaway oblast of Donetsk in July 2014. Drawing on this judgment, the present essay examines whether the Russian Federation can be regarded as a State actively involved in this incident with a view to investigating to what extent it exercised “overall control” over the Donetsk People's Republic's separatists. Afterwards, the analysis is framed in the context of the wider legal dispute between Ukraine and the Russian Federation before the International Court of Justice, where the former maintained, inter alia, that the latter failed to honour its obligation under the 1999 International Convention for the Suppression of the Financing of Terrorism—specifically, by providing the separatists with the “fund” (i.e., a BUK TELAR) that forced the aircraft to crash. Ultimately, the legal implications of the findings are assessed to foresee the outcome of the International Court of Justice's decision on the merits.

The influence of service quality towards customer satisfaction with low-cost airlines in Malaysia.

The purpose of this research is to examine the influence of service quality towards customer satisfaction with low-cost airlines in Malaysia. This study examines the effect of the five service quality factors, tangibility, reliability, responsiveness, assurance and empathy, on customer satisfaction. It further discusses the relationship of tangibility, reliability, responsiveness, assurance and empathy towards customer satisfaction. A sample of 109 respondents who had flight experiences with low-cost airlines was examined using the Statistical Package for Social Sciences. This study used descriptive statistics and multiple regressions to analyze the effects among the variables. The researcher discovered that only assurance and empathy have a significant positive relationship towards customer satisfaction. The other three factors; tangibility, reliability and responsiveness have no significant relationship towards customer satisfaction. This research contributes to the literature on customer satisfaction and service quality, comprehensively in the dimension of service quality which is tangibility, reliability, responsiveness, assurance and empathy of the respondents in the low-cost airline industry. Therefore, the research is valuable for the education sector, educators, airline industry management and future researchers.